Customer Concierge Specialist

The Bath Authority - Customer Concierge Specialist

• Remote or In Office in select markets
  
  
  

Lifecycle Management is more than a process—at The Bath Authority; it is the lifeblood of the customer experience. We are looking for a Customer Concierge Specialist who understands that the 24 hours after a sale are the most critical in a homeowner's journey. You are not just "initiating" a relationship; you are the proactive guardian of the brand. You are the partner who transforms "buyer’s anxiety" into "white-glove excitement" by guiding our clients through every milestone from the final signature to the first shower.

Compensation & Incentives

• Base Pay $50,000 - $55,000 (Paid hourly)
• Variable Incentive A robust monthly bonus structure driven on referability
• Total Compensation Potential $65,000 - $70,000
  
  
  

The Lifecycle Guardian

• Master of the Lifecycle Serve as the heartbeat of the post-purchase journey. You take ownership of the relationship 24 hours after the contract is signed, providing a warm introduction and a clear, confident roadmap to the finish line.
• Strategic Communication Cadence You manage the "Golden Thread" of communication, including
• The 24-Hour Kickoff Setting expectations and eliminating day-after regret.
• Warehouse Arrival Notifying the customer the moment their high-end products have been inspected and ready.
• Precision Scheduling Aligning materials, warehouse logistics, and installation teams for a seamless date.
• Final Countdown Confirmation calls and real-time "Day-of" arrival updates.
• The Quality Check-In Closing the loop post-install to ensure a referral-worthy experience.
• Logistics & Synergy Partner directly with Warehouse and Installation leads to bridge the gap between product availability and human resources.
• Proactive Conflict Resolution Identify "bottlenecks" before the customer does. You own the solution, ensuring delays are communicated with transparency and empathy.
• Referral Engine Act as the ultimate brand ambassador. Your goal is to provide a level of care so exceptional that every customer becomes a lifelong fan and a source of new referrals.
• Experience Proven track record in high-touch customer service, concierge roles, or production coordination.
• The Mindset A "self-starter" who thrives on organization and possesses the emotional intelligence to handle homeowners during high-investment projects.
• Tech Savvy Proficient in CRM systems; you understand that if it is not documented, it didn't happen.
• Communication Elite verbal and written skills. You can explain the "why" behind a timeline just as well as the "how" of an installation.
• Education High School Diploma or equivalent required.
  
  
  

Physical Requirements

• Prolonged periods of sitting and working on a computer in a fast-paced environment.
  
  
  

TBA is an Equal Employment Opportunity Employer